Research Opportunities in Multi-channel Services: A Systematic Review

Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe Rosa

http://hdl.handle.net/10400.26/17370

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Authors

Reis, João Carlos Gonçalves dos

Amorim, Marlene Paula Castro

Melão, Nuno Filipe Rosa

Abstract(s)

The present study presents the results of a systematic review on multi-channel services, to synthesize the existing body of knowledge and propose avenues for further research. We present theories that are widely corroborated, as well as suggestions presented by scholars that represent research opportunities. Towards this aim, using a comprehensive review of 118 peer-reviewed articles, the results suggest that existing studies are mainly focused on the analysis of consumer interactions with multi-channel front-office services, whereas the management of back-office processes and control aspects remain largely undressed. These topics represent strategic challenges and opportunities for future research.

Keywords

Systematic review Multi-channel services Back-office processes

URI

http://hdl.handle.net/10400.26/17370

Citation

Reis, J., Amorim, M., Melão, N. (2014). Research Opportunities in Multi-channel Services: A Systematic Review. 21st EurOMA Conference on Operations Management in an Innovation Economy, Palermo, 20-25th of June